How to resolve the “Role data access unavailable” error for HubSpot backup?

Error code	BHSALAP687
App	HubSpot
Error	Role data access unavailable

SysCloud may report this error when it cannot access the role or permission-set information required from the connected HubSpot account.

Important: A HubSpot Enterprise subscription is required for Permission Sets. If the account does not have an eligible Enterprise plan, reconnecting the account will not provide access to this data.

Before you begin

Confirm that the HubSpot account has an eligible Enterprise subscription that includes Permission Sets.
Make sure you have access to an active HubSpot Super Admin account.
Confirm that the Super Admin can access the HubSpot account that is being backed up.

To resolve the error

Step 1: Check the HubSpot subscription

Sign in to HubSpot.
Click your account name in the upper-right corner and open Account & Billing.

Review the current subscription and confirm that the account has an eligible Enterprise plan.

If the account is on Free, Starter, or Professional, upgrade to an eligible Enterprise subscription before retrying this error.

Step 2: Confirm that Permission Sets are available

In HubSpot, click the Settings icon.
Go to Users & Teams.
Confirm that the Permission Sets option is available for the account.
If Permission Sets is unavailable, verify the account subscription before proceeding.

Step 3: Confirm that the SysCloud connection uses a Super Admin

In HubSpot, go to Settings > Users & Teams.
Locate the user used to connect HubSpot to SysCloud.
Verify that the user has Super Admin access.
If the connected user is not a Super Admin, use a Super Admin account when reconnecting HubSpot to SysCloud.

Step 4: Reconnect HubSpot to SysCloud

Log in to the SysCloud backup application.
For detailed steps, see: How can I reconnect my HubSpot account?

Step 5: Retry the backup

After reconnecting HubSpot, initiate an on-demand backup.
Check the backup results to confirm that the role data access error is resolved.

If the error continues

If the error continues after confirming the Enterprise subscription, Permission Sets availability, and Super Admin connection, contact SysCloud Support for further investigation.

HubSpot Enterprise subscription is active.
Permission Sets are available under Users & Teams.
HubSpot was reconnected to SysCloud using a Super Admin account.

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